Challenge
Aviva’s main goal over the last several years was to build and develop MyAviva, a digital self-service platform for customers. Following Aviva’s right-channel approach, MyAviva centralizes the clients’ digital experience and serves as the company’s main contact channel.
While undergoing their digital transformation, Aviva realized the need for human touch elements in the new ecosystem. Clients need the ability to ask questions and chat with consultants on the channel they are currently using. On the other hand, Aviva realized that their customer service team might become overwhelmed if they had to chat with tens of thousands of clients on MyAviva each month.
“The results were surprising! Today, we use Zowie not only as website chat, but also on Messenger, and our team handles requests from both channels in one omnichannel Zowie Inbox.”
— Sebastian Czerski, Digital Innovation Specialist
Happier Customers and Agents
After Aviva started using Zowie, they observed a dramatic decrease in the number of conversations handled by the customer service team. Currently, 90% of Aviva’s inquiries are fully resolved by the Zowie Chatbot. Additionally, the team finally has the time to focus on what’s meaningful— handling customer issues that are more serious than “How do I print a document?” or “Where do I file a claim?“
Fast and Easy Implementation with Zowie
Before Zowie, Aviva wasn’t using any chat solution. The initial idea was to launch Zowie’s AI chatbot and make it available to a limited number of clients. Aviva decided to disable the chatbot’s ability to hand off conversations to human agents. In a matter of two weeks, Aviva resolved roughly 40% of their customers’ questions.
Now, Aviva resolves 90% of all inquiries with Zowie. That allows their customer service team to focus on what’s important—serving customers faster and better. The synergy between Zowie’s AI and Aviva’s customer service team lets Aviva achieve their goal of giving their clients a true human touch service in a digital world.
“The entire system is responsive and user-friendly. Zowie automatically suggests what should be automated, creating a sort of base of inquiries that should be automated. In the end, making our chatbot more ‘human-like’ is just a matter of a few clicks!”
— Ernest Dolega-Wolkowycki, Head Of Digital Product Design & Development